Basic Info

John attallah

10 years

Cairo, Egypt

Master's Degree

Manager

Work Experience

Service Delivery Manager at Xerox Egypt

Experience Details

Service Delivery Manager

Operations/Management

Manager

The scope of this role is the responsibility for the delivery of service for large national clients; has responsibility for annual post sales revenue/gross profit plan equal $2M from the contracted services. The role has leadership responsibilities, in a matrixed virtual team environment. Delivering operational excellence and building client relationships/Client Retention, joint account partnership with Sales, partner management


Company Details

Xerox Egypt (multinational)

Cairo, Egypt

101-500 employees

Information Technology Services

www.xerox.com

Jan 2011 to present (6 years 7 months)
Customer Satisfaction Coordinator at Xerox Egypt

Experience Details

Customer Satisfaction Coordinator

Marketing/PR/Advertising

Experienced (Non-Manager)

The scope of this role was to deploy Xerox objective to focus on achieving high level of customer business relationships across all Xerox operations; GDO operations; Strategic Accounts Operation; Finance; Authorized re-sellers and Authorized services providers


Company Details

Xerox Egypt (multinational)

Cairo, Egypt

101-500 employees

Information Technology Services

www.xerox.com

Apr 2008 to Jan 2011 (2 years 9 months)

Achievements


-Managing a business portfolio of strategic accounts within Banking, telecommunication, Education, IT and FMCG sectors with annual contracted services exceeding 1 M $ in revenue, considering profit margins. -Supporting the strategic sales function of the existing mega accounts via generating needs and identifying gaps within the account through customer communication, C level engagement during periodical operational and business reviews. -Monitoring, controlling and enhancing profitable contracts of Xerox strategic accounts via maintaining healthy cost structure driven by continuous management to Xerox vendors and sub-contractors business agreements. -Setting projects deployment plans for newly acquired strategic accounts, coordinating between customer and Xerox regarding selecting work force, contractual provisions, statement of work, security measures and contingency plans.

Education

MBA in General Management

Education Details

MBA

General Management

AAST for Science, Technology and Maritime Transport, Egypt

A / Excellent / 85 -100%

- Marketing Management - International Marketing - Managerial Economics - Managerial Finance - Strategic Management - Accounting and financial reporting - Contemporary Management - Operations Mgmt

N/A

AAST for Science, Technology and Maritime Transport
2008 - 2011

Certifications

Certificate details

Lean Six Sigma Yellow belt

Jan 2010

N/A

N/A

N/A

Xerox Egypt

N/A

Certificate details

Customer Retention and Satisfaction

Nov 2009

N/A

N/A

N/A

American Chamber of Commerce in Egypt

N/A

Certificate details

High Impact Presentations

May 2014

N/A

N/A

N/A

Dale Carnege Traning

N/A

Certificate details

Stepping up to Management Program

May 2017

N/A

N/A

N/A

Harvard - Xerox

Virtual training for four months for the DMO " Developing Market operations " region; emphasising on the principals, approaches and best practices for the new to people manager

Training and Courses

Training/Course Details

Global Service Delivery Model

Aug 2014

Xerox Romania

A complete set of practices and procedures for the service delivery complying with ITIL and COBIT Standards

This profile is not updated!
Last update more than 2 months ago.

Jobseeker photo

Profile Skills and Keywords

AS 400Account ManagementAnalyticalBusiness Relationship ManagementCustomer Retention And SatisfactionCustomer Satisfaction CoordinatorEnglishForecasting And PlanningGeneral ManagementGlobal Service Delivery ModelHigh Impact PresentationsImplementation And Project DeliveryInformation Technology ServicesLeaderLean Six Sigma Yellow BeltMBAManagementMarketingMicrosoft OfficeNegotiatorP&LPeople ManagementPlannerProblem SolverResources ManagementService Delivery ManagerService Improvement PlanningStepping Up To Management ProgramThird Party ManagementXerox Egypt

Self-assesed Skills

Languages

English

English

: Advanced

: Advanced

: Advanced

: Advanced

Tools and Technologies

Microsoft Office

Microsoft Office

: Intermediate

: High

:

More than 7 years

AS 400

AS 400

: Intermediate

: Medium

:

1-3 years

Fields of Expertise

Third Party Management

Third Party Management

: Advanced

: Extreme - I love it!

:

5-7 years

Resources Management

Resources Management

: Advanced

: Extreme - I love it!

:

5-7 years

Forecasting and Planning

Forecasting and Planning

: Advanced

: Extreme - I love it!

:

5-7 years

Implementation and Project delivery

Implementation and Project delivery

: Advanced

: Extreme - I love it!

:

5-7 years

Business Relationship management

Business Relationship management

: Advanced

: Extreme - I love it!

:

5-7 years

P&L

P&L

: Advanced

: Extreme - I love it!

:

5-7 years

Service Improvement Planning

Service Improvement Planning

: Advanced

: Extreme - I love it!

:

5-7 years

Account Management

Account Management

: Advanced

: Extreme - I love it!

:

5-7 years

People Management

People Management

: Intermediate

: High

:

5-7 years

Key Skills

Analytical, Leader, Planner, Negotiator, Problem Solver

Online Presence

https://www.linkedin.com/in/john-sarwat-02370622/https://www.facebook.com/john.sarwat.31

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